Supercharge your IT support with five innovative technologies

Written by Jens Rathgeber | March 4, 2019 | Business transformation, Multivendor management

You’ve probably heard the old adage, “If it ain’t broke, don’t fix it.” But when it comes to technical support, the traditional break-and-fix support model can’t keep up with business needs. Why? Because IT is deeply woven into our business and private lives, and IT consumers don’t tolerate service disruptions. Waiting for an outage and then ...read more


Service 4.0 helps spur predictive maintenance adoption

Written by Jens Rathgeber | January 14, 2019 | AI, Analytics, Automation

Predictive Maintenance (PdM) is a popular topic, especially in the industrial and aerospace fields. It has been around for a while, but gained traction with IoT, digitization and Service 4.0. Yet, while many companies are exploring predictive maintenance, many haven’t tapped into its substantial business value. How can enterprises use this technology for desired results ...read more


Service 4.0 paves the way for technology support transformation

Written by Jens Rathgeber | October 2, 2018 | Business transformation, Digital reinvention, Multivendor management

While many companies look at digitization from a product perspective — Industry 4.0 or industrial IoT — it has a significant impact on the services business. Digitization enables technology to support automation for industries and tasks, augments knowledge workers’ jobs, and drives the Fourth Industrial Revolution (4IR). Similar to Industry 4.0, applying digitization to services results ...read more


Top five innovations transforming technical support

Written by Jens Rathgeber | August 13, 2018 | Business transformation, Multivendor management, Process optimization

Technical support organizations are facing a challenge: The traditional break and fix support model no longer meets today’s business requirements. Why? Because IT is woven into our business and private lives and IT consumers don’t tolerate service disruptions. So, waiting for an outage and reacting to it doesn’t work any longer. Technical support teams need ...read more